Behaviors
The S4X Behavior that is related to building rapport.
What is Be Warm and Friendly?
This is what BPA stands for.
What is Business Process Accuracy?
This is what NPS stands for.
What is Net Promoter System?
This is the first step to de escalating and refers to listening to the customer expressing their emotions.
What is let the Customer Vent?
A behavior that can be demonstrated with phrasing such as "I can definitely help you!"
What is Own It?
This BPA requires that account notes accurately reflect what the customer agreed to, actions taken by the agent, next steps communicated to the customer.
What is Account Notation?
These caller rate you between 9-10 in the survey.
What are Promoters?
This step refers to acknowledging if the company providing poor experience, and we are apologetic about it.
What is Apologize?
S4X behavior used to understand the issue, the customer's life needs and find out information.
What is Discover Needs?
This BPA calls for the agent to accurately complete all steps to resolve customer’s issue in accordance with policies and procedures including sensitive transactions as applicable.
What is Transaction Accuracy and Tool Effectiveness?
These customers rate you 0-6 in the scale.
What are Detractors?
This is the third step to take in deescalation, where we demonstrate we understood the customer's issue and will solve it.
What is Take Action?
This behavior will be demonstrated by creating an emotional connection with the customer over the benefits of the brand.
What is BAXA?
This calls for agents to review the following: POSID and credit check, Follow prescribed policies regarding deposit collection, Voice battery backup, and Third party verification
What is Risk Management?
These customers score 7-8 in the survey.
What are Passives?
Short (one or two minutes) intervals of this will help the customer calm down.
What is Hold Usage?
The S4X behaviors that are most important.
What are BWAF, OI, Shapp, MIE, LARA, DN, BAXA, SCE?
These are red flags.
What is Customer Approval and Customer Interaction Policy?
The way to calculate tNPS.
What is % of Promoters minus % of Detractors?
This will help you uncover customer needs that even the customer might not know of by reading account notes or error messages.
What is Visual Audit?